HARSHA S I
Chennai
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Associate Lead - Customer Success
Zupersoft Technologies Pvt. Ltd
01.2024 - Current
- Led a team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
- Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
- Improved customer satisfaction by quickly addressing and resolving concerns with products or services.
- Participated in internal meetings to provide valuable feedback from clients that informed product development decisions and improvements.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored customer health indicators consistently intervening when necessary to mitigate the risk of churn and maintain high retention rates.
- Delivered high-quality training sessions for clients on product usage and functionality, increasing user adoption rates.
- Identified upsell opportunities within the existing client base delivering customized proposals that resulted in increased revenue for the organization.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Senior Customer Success Manager
Zupersoft Technologies Pvt. Ltd
03.2023 - 01.2024
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Conducted regular business reviews with key stakeholders to track progress toward goals and identify areas for improvement.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Customer Success Manager
SurveySparrow India Pvt. Ltd.
04.2022 - Current
- Building relationships with key accounts and the stakeholders, and ensure customers have the optimal experience with SurveySparrow.
- Conduct quarterly business reviews with assigned portfolio of customers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Share the product roadmap with the customer when needed and help the product team with early feedback.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategy to increase customer retention.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy.
Customer Success Specialist
Klenty India Pvt. LTD
07.2021 - 03.2022
- Onboard New customers with frequent check-ins & trainings to ensure full adoption
- Initiate regular review meetings to get product feedback and discuss product roadmap from the assigned accounts & surface with the Product team.
- Execute a Quarterly Business Review process for assigned accounts to provide continuous value for the customers.
- Identify growth opportunities in existing accounts and execute Account Expansion initiatives
- Own Assigned accounts and continue to grow the assigned MRR.
- Engage with Engineering and Product teams to understand product roadmap & forward feedback on Customer experience.
Team Lead - Inside Sales (US)
Skill-Lync
05.2020 - 07.2021
- Implemented new marketing initiatives to drive sales and improve overall performance.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Expanded sales revenues by identifying opportunities and executing customized marketing plans.
- Monitored and amplified sales pipeline to maintain flow of potential leads and prospects.
- Led team of 12 technical sales engineers to exceed quarterly sales goals.
- Identify new sales opportunities and handle both inbound and outbound calls to follow up.
- Perform consistently by following the sales process religiously.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
Senior Consultant - Client Retentions
Aussizz Migration & Educational Consultants
02.2017 - 12.2019
- Provide directions, guidance, instruction to a team of Migration consultants and junior consultants in line with the recommendations/process set by the Operations Manager.
- Assist Operations Managers in managing the flow of day to day operations.
- Interact with customers to identify their business requirements. Assess the client's situation with reference to relevant sponsorship, nomination and visa application categories.
- Advising the client in relation to any aspect of any visa application process.
- Prepare Skills Assessments, Sponsorship, Nomination and Visa applications and carry out legal research using available sources when required.
- Develop business strategies to meet client needs and close sales.
- Provide client support services in timely, accurately and professional manner and build positive and productive relationships with clients.
- Maintain existing client base and generate potential leads and develop quality service programs to ensure client retention and develop new business opportunities.
- Provide Induction training and CRM training for every new staff joining the team under consulting or admin role.
Inside Sales Specialist
Aussizz Group
03.2015 - 01.2017
- Assist Registered Migration Agents with inquiries, collection of documents, drafting, data checking, preparation of visa applications.
- Prepare Skills Assessments, Sponsorship, Nomination and Visa applications.
- Carry out legal research using available sources when required.
General administrative duties, such as collecting, scanning and electronic filing of documents. - Ensure client spreadsheets and information/records are kept up-to-date and accurate by maintaining client folder as per compliance standards.
- Liaise with clients over the phone, email and/or in person, assist with their inquiries and provide updates on their applications.
- Screen phone calls, book inquiries and appointments for new clients and follow up with existing ones.
- Marketing support - tag clients, maintain client lists, bulk mail outs.
Attend any training sessions provided by the migration agent or the organization, to brush up job-skills.
Research Analyst
Relationship Science India Private Limited
07.2014 - 01.2015
- Collect information about news-makers and companies and prepare an up to date profile on them.
- Co ordinate with onshore marketing team and prioritize projects as per their meeting schedules.
- Gather the incoming vendor data and add it to the appropriate profiles.
- Hold meetings with the team and brainstorm on various process improvements.
- Deliver the project on time to the clients and hold calls to ensure if the requirements of the sales team are met.
Education
Electronics And Communication Engineering
SMK Fomra Institute Of Technology, Anna University
Tamilnadu04.2014
HSC -
A.M.M Matriculation Higher Secondary School
Chennai, Tamilnadu05.2010
SSLC -
A.M.M Matriculation Higher Secondary School
Chennai, Tamilnadu05.2008
Skills
- Business needs analysis
- Ability to lead
- Data collection and Analysis
- Prospect targeting
- Strategic Planning
- Business Development
- Sales and contact reports
- B2B sales
- Customer surveying
- Account Management
- Relationship building skills
- Generating leads
Reference
Mr. Karan Joshi
Director - Aussizz Migration & Education Consultants
Contact No: +61 422151722
Email ID : karan@aussizz.com
Ms. Divya Ravikumar
Senior Research Analyst - Relationship Science India Limited
Contact No: +91 9840119949
Email ID : divyaravikumar1@gmail.com
Timeline
Associate Lead - Customer Success
Zupersoft Technologies Pvt. Ltd
01.2024 - Current
Senior Customer Success Manager
Zupersoft Technologies Pvt. Ltd
03.2023 - 01.2024
Customer Success Manager
SurveySparrow India Pvt. Ltd.
04.2022 - Current
Customer Success Specialist
Klenty India Pvt. LTD
07.2021 - 03.2022
Team Lead - Inside Sales (US)
Skill-Lync
05.2020 - 07.2021
Senior Consultant - Client Retentions
Aussizz Migration & Educational Consultants
02.2017 - 12.2019
Inside Sales Specialist
Aussizz Group
03.2015 - 01.2017
Research Analyst
Relationship Science India Private Limited
07.2014 - 01.2015
Electronics And Communication Engineering
SMK Fomra Institute Of Technology, Anna University
HSC -
A.M.M Matriculation Higher Secondary School
SSLC -
A.M.M Matriculation Higher Secondary School
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